Position Summary

The Customer Experience & Product Success Lead is responsible for ensuring that customers successfully adopt and use Ethos Intelligence products. This role owns the full customer support and onboarding experience prior to engineering escalation, ensuring that teachers, school leaders, and district technology teams receive timely assistance and clear guidance.

This role combines elements of customer success, SaaS support operations, onboarding enablement, and product feedback management. The ideal candidate will help customers solve problems, maintain documentation and help resources, manage support workflows, and translate user feedback into actionable insights for product improvement.

While the role initially focuses heavily on supporting a single large client network, it is designed to scale as Ethos Intelligence expands to additional districts and school systems.

This is not a call-center support role. The right candidate will develop deep familiarity with the product, serve as a trusted resource for users, and actively contribute to improving the platform through structured feedback and insight.

Key Responsibilities

Customer Onboarding & Success

• Serve as the primary post-sale contact for customers onboarding onto Ethos Educate and Ethos Study
• Guide district technology leaders, school administrators, and teachers through onboarding processes and early product adoption
• Ensure smooth handoff from the sales process to active platform use
• Support customer implementation contacts by answering questions and helping troubleshoot onboarding challenges
• Monitor onboarding completion and early engagement metrics to ensure users reach initial success milestones

Customer Success Operations

• Design, launch, and initially own the Ethos Intelligence help desk across email and AI-assisted chat channels
• Respond to user inquiries related to product functionality, configuration, usage questions, and billing issues
• Triage incoming requests and resolve non-technical issues before escalating to engineering
• Maintain clear internal escalation procedures for technical issues
• Track ticket resolution times and ensure timely responses to users
• Maintain high customer satisfaction through responsive, helpful communication

Documentation & Support Deflection

• Build and maintain a comprehensive help center and documentation library for Ethos Intelligence
• Create clear tutorials, onboarding guides, troubleshooting resources, and FAQs
• Develop short instructional materials such as walkthroughs or micro-guides that help users resolve common issues independently
• Continuously update documentation based on recurring support requests
• Measure and improve support deflection by ensuring documentation answers common questions effectively

Product Feedback & Improvement

• Systematically collect user feedback from support interactions, onboarding sessions, and customer communications
• Identify patterns in customer issues and product friction points
• Translate user feedback into structured insights for the engineering/product teams
• Provide clear bug reports including reproduction steps and context
• Participate in internal product discussions and provide the "voice of the user" perspective

Customer Relationships & Communication

• Serve as a trusted operational contact for district technology leaders and implementation partners
• Coordinate with customer-side implementation teams when issues arise
• Provide updates, guidance, and clarifications regarding product features and updates
• Ensure customers feel supported and confident in using Ethos products

Support Infrastructure & Vendor Management

• Design and maintain scalable support workflows and processes
• Evaluate and implement tools for ticketing, chat support, and documentation management
• Manage outsourced support partners as needed when support demand grows
• Ensure external support teams are properly trained on the product and follow established support protocols
• Maintain quality control for outsourced support interactions

User Community & Enablement

• Develop lightweight user enablement initiatives such as office hours, user tips, or knowledge-sharing sessions
• Encourage best practice sharing among educators and district staff
• Support initiatives that improve adoption and reduce repetitive support requests

Qualifications

Required

Bachelor's degree or equivalent experience

3--6 years of experience in one or more of the following areas:

• Customer success or customer support in a SaaS environment
• Product support or technical customer care
• EdTech platform support or implementation

Strong written communication skills with the ability to clearly explain software functionality to non-technical users

Demonstrated ability to troubleshoot product issues and guide users through solutions

Experience using SaaS platforms and help desk tools

Strong organizational skills and ability to manage multiple customer issues simultaneously

Customer-first mindset and commitment to high-quality user experiences

Preferred

Experience supporting education technology platforms

Familiarity with AI tools or generative AI platforms

Experience creating help center documentation or knowledge bases

Ability to reproduce bugs and clearly document technical issues

Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools

Experience managing outsourced support teams or vendor partners

Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows

Key Metrics for Success

Success in this role will be measured through a combination of operational and customer experience metrics, including:

• Onboarding completion rates for new customers
• Ticket response and resolution times
• Support deflection through effective documentation and self-service resources
• Customer satisfaction with support interactions
• Quality and usefulness of product feedback provided to engineering
• Reduction in repetitive support issues through improved documentation and onboarding

FLSA Status: Exempt Full-Time

Working Hours: Primarily school-hour aligned support (approximately 7:00 AM -- 5:00 PM ET coverage)